Patient Services Coordinator

Monash IVF Group; Gold Coast City; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Learning & Development Framework

Employee Assistance Program

Discounts on IVF services

Paid IVF Leave

Parental Leave

Fitness Passport Gym Membership

Job summary

Monash IVF Group in Southport (Gold Coast) is seeking a Patient Services Coordinator to welcome patients and support their fertility journey with exceptional service and attention to detail at our busy clinic. You will manage appointments, triage calls, handle patient information in clinical systems, discuss costs, and assist with Medicare billing while contributing to a compassionate care culture.

This role operates on a rotating roster including early mornings and Saturdays, and you will work

Qualifications

• Experience handling a busy phone switchboard in a professional setting.
• Previous experience in a busy medical practice, preferably IVF.
• Experience with Medicare, medical billing and receipting.
• Excellent communication across all channels.
• Strong attention to detail and ability to multitask.

Responsibilities

• Deliver high-quality administrative support to patients and stakeholders.
• Manage patient appointments and clinic schedules.
• Triage incoming calls and emails professionally.
• Maintain accurate patient information in clinical management systems.
• Prepare financial quotations and discuss treatment costs with patients.
• Process Medicare claims, medical billing, and receipting.
• Support day-to-day operations of the clinic.

Skills

Phone switchboard

Medical billing

Communication

Empathy

Multitasking

Team collaboration

Patient services

Job description

Monash IVF Group are leading the future of reproductive care

At Monash IVF Group we’re trying to change the way society thinks and acts in relation to their fertility. We’re removing stigmas, empowering people to make better decisions and to take action earlier. Ultimately, we are trying to improve everyone’s chance of having a family.

The reality is, we know starting a family isn’t always easy. It can take real bravery by our patients, and a lot of empathy and support from our Monash IVF Team. That’s why it’s so important that the people we select to join our team are genuinely compassionate and caring, and truly want to make a difference. If this sounds like you, read on.

A role with purpose

As Patient Services Coordinator, you will be the first-person patients meet when they engage with our Southport clinic. Through exceptional customer service, empathy, and attention to detail, you will play a vital role in supporting patients throughout their fertility journey and directly enhancing their experience with Monash IVF Group.

This role works across a rotating roster:

• Monday to Friday between 6:00am and 5:00pm
• Rotating Saturdays from 6:00am to 12:00pm

Key Responsibilities

Deliver high-quality administrative support to patients and internal andexternal stakeholders

Provide an outstanding patient experience at every interaction

Manage patient appointments and clinic schedules

Triage incoming calls and emails efficiently and professionally

Maintain accurate patient information within clinical management systems

Prepare financial quotations and discuss treatment costs with patients,ensuring clear understanding of financial obligations

Process Medicare claims, medical billing, and receipting in line withclinic requirements

Support the smooth day-to-day operations of a busy fertility clinic

About You

We’re looking for someone who is caring, detail-oriented, and thrives in a fast-paced healthcare environment. Ideally, you will have:

• Experience handling a busy phone switchboard in a professional setting
• Previous experience in a busy medical practice preferably with IVF experience
• Previous experience with Medicare, medical billing and receipting
• Excellent communication skills across all channels

Strong attention to detail, with proven ability to multitask, prioritisecompeting demands, and work accurately in a fast-paced environment.

• A collaborative approach and ability to work within a multi-disciplinary team

Experience managing the financial aspects of patient services, includingquotations, billing, receipting and cost discussions with patients (desirable).

• The ability to apply patient-centric principles: Empathy, Entrust, Engage, Empower, Expectation (5E’s)

Why work for us?

At Monash IVF Group, we are more than just a workplace —we are a passionate and innovative community dedicated to empowering individuals and making a real difference in the world of fertility. Our state-of-the-art facilities provide an inspiring environment where cutting edge technology meets compassionate care.

We believe in fostering a culture of continuous growth and development, offering extensive learning and development opportunities to help you advance your career.

Monash IVF Group values each and every one of our employees

Leading the evolution of care means caring for our people. We ensure all employees feel included, supported and valued.

Being part of the Monash IVF Group gives you access to many benefits, including the following:

• A Learning & Development Framework that supports your professional development
• Access to a contemporary Employee Assistance Program for employee wellbeing; physical, mental, social and financial.
• Discounts on MIVFG fertility and ultrasound services
• Paid IVF Leave and paid Parental and Partners Leave
• Access to Fitness Passport Gym Membership
• Celebrate successes through our Internal Recognition Program.
• Benefit from our Employee Referral Program when you bring great talent onboard.

All personal information received by us from you or about you will be stored, used and disclosed by us in accordance with our Privacy of Your Information Policy. Should you require any modifications to the recruitment/interview process, please email ***********@monashivfgroup.com.